Team Leader, Technical Support Video - Montréal, Canada - Genetec

Genetec

Verified Company

Montréal, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

The team:

Genetec is currently looking to add a Team Leader to the GTAC T1 Support team, for our Video/Core product.

Working closely with our management team, surrounded by strong T2 Generalists, you will play an important role in the success of Genetec support by providing guidance and assistance to our support team members.

You will also be the liaison between GTAC and the different product groups. You will be leading by example, striving to WOW both our team members and our customers/partners.

What your day will look like:

Coach/Provide continuous feedback to team members and evaluate their performance
Monitor quality of cases to ensure they follow Genetec's quality guidelines
Be responsible for technical training of team members
Provide feedback on individual performance and develop technical skills to improve customer experience
Be responsible for meeting and reporting on goals, KPI's and Service Level Agreements (SLAs)
Continuously improve team operations to identify system inefficiencies and implement plans to address them
Be responsible for the training and orientation of new team members on tools, systems and procedures
Create a positive work environment
Provide feedback on team performance, initiatives and customer escalations to management during Global Support weekly meetings and other forums
Interact with the Customer Service, Sales, IS/IT, R&D, Professional Services and Accounting teams
Manage client relations and escalations

About you:

Bachelor of Engineering, and/or computer Science, or relevant experience in technical management environment
Minimum of 3 years' experience within an engineering support environment, including management of Level2 cases and management of critical escalations
Excellent communication and presentation skills
Fluent and proficient in verbal and written communication in English
French and other languages are an asset
Excellent customer focus skills
Excellent problem solving and analytical skills
Leader with the ability to motivate and inspire team members
Organized, independent, and a go getter
Ability to adapt to fastpaced environment
Occasional traveling may be required

Great if you have:

Excellent knowledge of Microsoft Office
Excellent with Microsoft Dynamics CRM
Experience with Genetec products an asset
Experience with PC configuration and troubleshooting with the Windows operating system

Let's talk perks: